Buying Outdoor Furniture Online FAQ's

Q: Why should I choose The Furniture Shack?

A: With over 24 years in the industry, we know what it takes to create outdoor furniture that lasts. Our focus is on quality, style, and genuine value, so you get pieces that not only look amazing but also stand up to everyday life.

Q: I have just placed my order online, now what happens? 

A: Our online team will process the order right away and be in touch to let you know the next steps. For most smaller items, tracking details are sent via email within 24 hours, while for larger items we’ll give you a call with an approximate delivery ETA. 

Q: I have selected 'Click & Collect' when will my items be ready?

A: For Click & Collect orders from our showrooms, the selected showroom will notify you when your items are ready. Showroom collections are available Monday to Sunday.

For collections from our Wakerley Warehouse, we’ll let you know as soon as your items are ready, with pickups available Monday to Friday.

Q: I have just placed my order, when will my items be delivered?

A: Deliveries to Brisbane, the Sunshine Coast and the Gold Coast are made Monday to Friday. Once your order is processed, our online team will be in touch to confirm the delivery day for your suburb. For the rest of Australia, we’ll provide you with an estimated delivery timeframe when your order is processed.

Q: I am looking at placing an order but it says "Temporarily Sold Out", what happens next?

A: While most of our collection is in stock, some of our most popular items can sell out quickly. For sold-out items, we’ll provide the expected arrival date of the next shipment. If you have any questions, our online team is happy to help at online@thefurnitureshack.com.au

Q: We live in rural QLD and have a holiday unit interstate, do you deliver to either of these areas?

A: Yes, we deliver Australia-wide. Just add your items to the cart and use our online shipping calculator for the best rate. If door-to-door delivery isn’t available, we’ll arrange pickup from the nearest depot to keep shipping costs as low as possible.

Q: Why do your freight rates vary so much?

A: Our furniture is built for comfort, quality, and style - not just for shipping. This means some items can’t be sent via standard courier. We work closely with furniture handlers across Australia to secure the best rates and often subsidise shipping so everyone can access our products. Our team also ensures orders are picked, packed, and dispatched as quickly as possible.

Q: Are your stores based only in Brisbane?

A: For our full list of stores and trading hours click here 

Q: Do you offer a refund or exchange if I change my mind or if the items are faulty?

A: We follow the QLD Office Of Fair Trading for all of our customer service practices. We do not give refunds for change of mind, however we do exchange or offer a credit note. If you receive a faulty item, you may choose a refund or exchange when the item:

• has a problem that would have prevented someone else from buying the item if they know about the fault
• is unsafe
• is significantly different to the sample or description
• does not do what we said it would do, or what you asked for and cannot be easily fixed

Alternatively, you can choose to the keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time, you can choose a refund or replacement. All other complaints will be assessed on a case by case basis, please contact our friendly team for assistance. Please keep your proof of purchase (eg. receipt).

Q: I am not a fan of putting furniture together especially if there are no instructions. Will my furniture arrive assembled?

A: You’ll be pleased to know that 85% of our furniture arrives fully assembled – simply open the box, remove the wrapping and it’s ready to enjoy. For the few items that are flat-packed, clear instructions are always included in the box and the assembly is designed to be quick and easy.

Q: What payment methods do you offer?

A: For online purchases, we accept PayPal, Afterpay, Zip Pay, as well as Visa, Mastercard, and Amex. In-store, we also offer cash payments, bank direct deposit and finance options.

Q: I am wanting my furniture now, however I want to pay it off over 12 months, can I do that?

A: We offer a range of finance options. For details and how to apply click here

Q: Our house wont be ready for several weeks, can I do a layby?

A: Yes, we do offer 6 week layby on majority of our furniture, please contact our friendly staff to find out more.

Q: Do you offer further discounts if I'll buy multiple items?

A: All of our current promotions and best prices are already listed on our website, so you’re always getting the best deal available.

Q: I am looking for a new and exciting career opportunity, what is the best way to apply?

A: We have a great, vibrant team & from time to time a position may come available in one of our Brisbane and Sunshine Coast stores. Please send your enquiry to office@thefurnitureshack.com.au

Q: I would like to buy online, how safe is it to use my credit card details?

A: All credit card payments are processed through Paypal secure online payments who are the world leader in payment safety. To find out more about the Paypal secure payment facility, please click here. 

Q: Do you sell replacement cushions for the furniture?

A: Unfortunately, we don’t sell replacement cushions and keep them in stock, as our furniture is sold as complete sets. If you’ve purchased furniture from us and need replacement cushions, please contact one of our showrooms or our online team, and we’ll advise you of the next steps.

 

Q: Why should I choose The Furniture Shack?

A: With over 24 years in the industry, we know what it takes to create outdoor furniture that lasts. Our focus is on quality, style, and genuine value, so you get pieces that not only look amazing but also stand up to everyday life.

Q: I have just placed my order online, now what happens? 

A: Our online team will process the order right away and be in touch to let you know the next steps. For most smaller items, tracking details are sent via email within 24 hours, while for larger items we’ll give you a call with an approximate delivery ETA. 

Q: I have selected 'Click & Collect' when will my items be ready?

A: For Click & Collect orders from our showrooms, the selected showroom will notify you when your items are ready. Showroom collections are available Monday to Sunday.

For collections from our Wakerley Warehouse, we’ll let you know as soon as your items are ready, with pickups available Monday to Friday.

Q: I have just placed my order, when will my items be delivered?

A: Deliveries to Brisbane, the Sunshine Coast and the Gold Coast are made Monday to Friday. Once your order is processed, our online team will be in touch to confirm the delivery day for your suburb. For the rest of Australia, we’ll provide you with an estimated delivery timeframe when your order is processed.

Q: I am looking at placing an order but it says "Temporarily Sold Out", what happens next?

A: While most of our collection is in stock, some of our most popular items can sell out quickly. For sold-out items, we’ll provide the expected arrival date of the next shipment. If you have any questions, our online team is happy to help at online@thefurnitureshack.com.au

Q: We live in rural QLD and have a holiday unit interstate, do you deliver to either of these areas?

A: Yes, we deliver Australia-wide. Just add your items to the cart and use our online shipping calculator for the best rate. If door-to-door delivery isn’t available, we’ll arrange pickup from the nearest depot to keep shipping costs as low as possible.

Q: Why do your freight rates vary so much?

A: Our furniture is built for comfort, quality, and style - not just for shipping. This means some items can’t be sent via standard courier. We work closely with furniture handlers across Australia to secure the best rates and often subsidise shipping so everyone can access our products. Our team also ensures orders are picked, packed, and dispatched as quickly as possible.

Q: Are your stores based only in Brisbane?

A: For our full list of stores and trading hours click here 

Q: Do you offer a refund or exchange if I change my mind or if the items are faulty?

A: We follow the QLD Office Of Fair Trading for all of our customer service practices. We do not give refunds for change of mind, however we do exchange or offer a credit note. If you receive a faulty item, you may choose a refund or exchange when the item:

• has a problem that would have prevented someone else from buying the item if they know about the fault
• is unsafe
• is significantly different to the sample or description
• does not do what we said it would do, or what you asked for and cannot be easily fixed

Alternatively, you can choose to the keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time, you can choose a refund or replacement. All other complaints will be assessed on a case by case basis, please contact our friendly team for assistance. Please keep your proof of purchase (eg. receipt).

Q: I am not a fan of putting furniture together especially if there are no instructions. Will my furniture arrive assembled?

A: You’ll be pleased to know that 85% of our furniture arrives fully assembled – simply open the box, remove the wrapping and it’s ready to enjoy. For the few items that are flat-packed, clear instructions are always included in the box and the assembly is designed to be quick and easy.

Q: What payment methods do you offer?

A: For online purchases, we accept PayPal, Afterpay, Zip Pay, as well as Visa, Mastercard, and Amex. In-store, we also offer cash payments, bank direct deposit and finance options.

Q: I am wanting my furniture now, however I want to pay it off over 12 months, can I do that?

A: We offer a range of finance options. For details and how to apply click here

Q: Our house wont be ready for several weeks, can I do a layby?

A: Yes, we do offer 6 week layby on majority of our furniture, please contact our friendly staff to find out more.

Q: Do you offer further discounts if I'll buy multiple items?

A: All of our current promotions and best prices are already listed on our website, so you’re always getting the best deal available.

Q: I am looking for a new and exciting career opportunity, what is the best way to apply?

A: We have a great, vibrant team & from time to time a position may come available in one of our Brisbane and Sunshine Coast stores. Please send your enquiry to office@thefurnitureshack.com.au

Q: I would like to buy online, how safe is it to use my credit card details?

A: All credit card payments are processed through Paypal secure online payments who are the world leader in payment safety. To find out more about the Paypal secure payment facility, please click here. 

Q: Do you sell replacement cushions for the furniture?

A: Unfortunately, we don’t sell replacement cushions and keep them in stock, as our furniture is sold as complete sets. If you’ve purchased furniture from us and need replacement cushions, please contact one of our showrooms or our online team, and we’ll advise you of the next steps.